Call Centers Terms and Technology

gnbvi68 By gnbvi68, 4th Jun 2013 | Follow this author | RSS Feed
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Are you new to the call center or think carving a career path for yourself in the industry?

Call Centers Terms and Technology

Are you new to the call center or think carving a career path for yourself in the industry? Before you head out the door for your first interview, get acquainted with some of the terms and technologies you will be faced with. Call centers using a variety of different technologies. This article covers the most common terms and agent technology are expected to understand and use.

ACD (Automatic Call Distribution): Part of the CTI that distribute in-coming calls to groups of agents. They are used in companies that take high volume calls, where callers require quick service from non-specific agents. More sophisticated systems may route the call to a more skilled agent, depending on the reason for the call.

ACW (after call work): The amount of time agents spend after demand processing customer calls.

AHT (average handling time): The average time the call took, including speech, conversation, wrap-up, and the time spent on hold caller.

ANI (automatic number identification): Similar to the caller ID, a service that provides the recipient calls the number of phone calls. Used in call centers to forward calls to the right agent or geographic region. Also used by 911 dispatchers.

ASR (Automatic speech recognition): The technology used to provide information and a call to the front, which allows callers to speak entries rather than punch numbers on the keypad.

ATT (average talk time): The average amount of time an agent spent in conversation with the caller.

Call Center: A centralized office used for receiving and transmitting a large number of requests by telephone, usually with some amount of computer automation.

Chatterbot: A program that simulates human conversation. An intelligent virtual agent is an example of a chatterbot program that serves as a customer service representative online.

Collaborative browsing (co-browsing): A technique used by agents to interact with customers using web browsers to lead their customers through the situation. Can use e-mail, fax, regular and / or internet phone as part of the interaction.

Contact Center: A portion of a company's overall CRM that manages customer contacts, including letters, faxes, emails, newsletters, mail catalogs, Web site inquiries, and other information collected.

CPH / IPH (calls / inquiries per hour): The average number of calls or requests agent handles per hour.

CRM (Customer relationship management): An enterprise-level approach to managing the organization's relationship with the client. Generally, three components (operational, analytical, and collaborative) of a company's program should be in place in order to effectively acquire, provide services for, and retain customers. Also called Sales force automation (SFA).

CTI (computer telephony integration): The technology that coordinates between the phone and computer systems.

Customer Service Chat: An internet service that allows customers to communicate with agents using IM (instant messaging) application.

DID (Direct Inward Dialing): A service that is used by inbound call centers to allow multiple calls to be taken at once. DID phone numbers in blocks leased by a company without requiring a physical line for each number. Any agent or workstation has an individual number. When all agents are busy, additional incoming calls get a busy signal or voice mail agent s. This service saves the cost of a telephone operator and make calls through faster.

DNIS (number identification service Exit): A service that is used by the 800 and 900 lines tell which number is called. It is useful to redirect calls when companies are dealing with some of the numbers in the same location.

DTMF (dual tone multi-frequency): Also known as touchtone? phone (formerly a registered trademark of AT & T), a signal is generated when the caller presses the touch of a traditional telephone keypad. Each button produces two tones, and can not be imitated by voice.

Fax: material (images or text) are scanned and transmitted over telephone lines and received using a printer or other output device.

FCR (first call resolution): A call truly solve customer problems. (A call is considered FCR if the caller does not call back by concern in certain amount of time, usually 3 months.)

Idle time: The percentage of time agents spend not ready to take the call.

IP telephony (Internet protocol phone): A generic term for technologies that use the Internet Protocol's packet-switched connections to exchange voice, fax, and other forms of information.

ITS (Issue Tracking system): A program that follows the progress of any problems identifying system users until the problem is solved.

IVR (Interactive Voice Response): A computerized system in the front-end of a call center that uses footage clue to identify the needs of the caller, extracts the necessary information, and direct calls to the appropriate agent. In fact, callers select options from the menu sound using the phone keypad, the latest technology, or Guided Speech IVR, live agent to integrate into the system. In the hybrid model, the agent assists in four or more calls at a time to listen and guide callers through the system. This allows callers to respond to open-ended questions and to receive a higher quality of service. The company sees higher call completion rate and customer satisfaction by using new technology.

LEC (local exchange carrier): public telephone company that provides local service in an area.

Media Gateway: A device that converts data from one format to another.

Outsourcing: The practice of delegating non-core operations to an external entity.

PBX (Private Branch Exchange): A cost-efficient system that uses multiple phone lines (called a trunk line?) And switching the computer to manage calls within the company. As the PBX is owned by the company rather than LEC, save costs requires line for each user to the telephone company's central office.

Personalization: The process of adjusting the internet page for customer preferences.

Predictive dialer: A computerized system that dials a phone number, filter missed calls, busy signals, disconnected lines, and other unproductive calls. Using algorithms to predict the availability of agents, the system will save time agents spend on calls that are not productive. Intelligent predictive dialer uses footage introductory message before connecting customers to agents, further increasing productivity by reversing the call only for interested customers.

Prediction technology: a tool to analyze the pattern and use the invention to predict likely future behavior.

QED (Quality and efficiency driven): Philosophy is managed by the call center that the company's strategy should aim for a balance between quality and efficiency.

Queue: A line of people or calls waiting to be handled, usually in a sequence. Real Time: The response rate is considered enough computers for the task.

% SL (Service percent level): The percentage of calls answered within a specified period.

Speech / Voice Recognition: The ability of the program to recognize and carry out voice commands. More sophisticated software has the ability to accept natural speech, or speech that is used in general conversation.

Telemarketing: A registered trademark of Nadji Tehrani, refers to a form of direct marketing using the telephone to sell products and / or services.

TCA (Total calls abandoned): the number of calls abandoned by the caller.

TPV (Third party verification): The legal requirements for some companies (eg long distance providers, gas, electricity) to have a third party confirm that the customer has requested a change in service. Generally, customers will be included in a three-way call and TPV provider will confirm the order. TPV assist in verifying billing disputes with customers actually ask for a change.

TTS (Text to Speech): A system which converts normal language text into speech.

UMS (Unified messaging system): A program that allows voice, fax, and regular text messages to be held in a single mailbox and accessed by users via email or phone.

Virtual Call Center: A call center where agents are geographically dispersed, whether working in a small office, or (more often) work from their own homes.

Virtual Queuing: A system used in the inbound call center where callers will be informed of the expected wait time before an agent will be available. Callers can choose to wait on hold, or keep their place in the queue to give their phone numbers. Callers receive a call back when they turn up.

Voicemail: System that manages telephone messages for a large group of people.

Votes Portal: A website or other service that customers can achieve weather information such as sports scores or stock quotes.

VoIP (Voice-over Internet Protocol): routing of voice conversations over the internet. Using VoIP, agents can work from home, as long as they have a fast internet connection and stable.

Web Analytics: A method of analyzing the behavior of the website's visitors to make changes to attract and retain more customers.

Self-Service Web: A computerized system that allows users to perform routine tasks over the Internet without the need for live interaction.


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author avatar gnbvi68
I am from India done my MBA in Pune I am really passionate about writing and an freelancer too.I am married and have two kids.

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